Technology Contact Meeting

1
Technology Contact Meeting

• January 2008

2
Agenda

• Welcome
• Help Desk Procedures
• Telecommunications
• Instructional Technology
• Closing
• Questions

Susan M. Johnson James Bunadin Cindee
Matson Jerry Shepardson Jerry Shepardson Brenda
LaBorde
Susan M. Johnson
3
Technology Services

• Chief Information Officer

Susan M. Johnson
Susan M. Johnson
4
Technology Services

• Chief Information Officer
• Technology Department
• Business Systems
• Computer Operations
• Instructional Technology
• Student Applications
• Telecommunications

Susan M. Johnson Director Kay Hall Susan
Manning Jerry Shepardson Jay Parker Cindee Matson
Susan M. Johnson
5
Help Desk

• Assistant Director
• Help Desk Coordinator
• Help Desk Coordinator
• Help Desk Coordinator
• Help Desk Coordinator
• Help Desk Coordinator
• Help Desk Coordinator
• Help Desk Coordinator
• Help Desk Coordinator (NCW)
• Help Desk Coordinator (NCW)

James Bunadin Sharon Gattis Lateef Gibson Tina
Haas Sheila Haberberger Ed Lawless Terrence
McClain Teresa Sinclair Kae Roberts Leah Croom
James Bunadin
6
Help Desk Functions

• Help Desk Responsibilities
• Receives, records, troubleshoots (initial) and
  responds to
• clients requests and incidents in a
  timely manner.
• Logs, assigns priority and tracks requests and
  incidents
• using incident management application
  (Clientele) and
• determines appropriate service provider or
  individual to
• handle the ticket.
• Manages the operation, administration, support
  and
• maintenance of the Help Desk ticketing system
  which is the
• backbone of CMS IT support and mission
  critical to service
• providers.
• Prepares management reports and keeps clients
  informed.

James Bunadin
7
Help Desk Tickets 2007

• Help Desk Tickets Overview
• 33,690 logged and 34,571 resolved in 2007,
  average of 2,801
• Priority 1 totaled 543, 1,301 priority 2 and
  31,646 priority 3

James Bunadin
8
Help Desk Clients

• Clients Responsibilities
• Read and follow all FAQs, web site information
  and other support processes prior to calling the
  Help Desk.
• Provide the Help Desk with all information
  requested so that your request can be logged into
  the Clientele system, troubleshot or routed
  appropriately without repeated calls by the Help
  Desk to gather more details.
• Where school Technology Contacts or departmental
  IT support groups exist, clients are encouraged
  to utilize these available resources before
  calling the Help Desk.
• Help Desk Contact
• Telephone [phone], 6 am 6 pm M-F
• Email helpdesk_at_cms.k12.nc.us

James Bunadin
9
Client Submittal Form

• Intranet gt Help Desk gt Help Desk (Computer) gt
  Submittal Form

James Bunadin
10
Clientele Net Login

• http//clientele.cms.k12.nc.us

Customer ID guest Password cms
James Bunadin
11
Telecommunications

• Director
• Cabling Infrastructure / Construction
• Telephones
• Video Systems AV
• Internet Intranet / Webmasters / E-Rate
• Workstations Networks

Cindee Matson Leah Barnette Lisa Duncan Lee
Herbert Marlene Cousen Maria Jennings
Cindee Matson
12
Workstations Networks
Systems Engineers Allison Miller Anthony
Selapack Brian Sossamon Brooks Williams Charles
Altschul Charles Carson Dannielle Gary Deborah
Bibbs Jennifer Sinclair Jonatan Castaneda Ken
Kennedy Matt Graham Naomi Griffin Peter
Laney Shirley Burleson
Senior Systems Engineers Cedrick Canty
(Field) Joel Conner (In House) Paul Pedinotti (In
House) Peter Drevas (In House / CTE) Preston
McConnell (In House) Tony Burrus (Field)
Network Engineers Duane Alles Stefan Lukanov
Cindee Matson
13
Telecommunications
Cabling Infrastructure Jay Jordan Jim
Thessin Manja Thessin Nita Polovchena Tom
Stikeleather Wendy Parker
Senior Administrative Secretary Brenda Brunson
Telephone Services Coordinators Charles
Moore Elise Rogers Nadine Carter
Internet/Intranet Jarrod Armstrong Meredith
Supernavage Mike Lisk Robert Edwards
Cindee Matson
14
Wireless

• Mobile Units (Summer 2007-08)
• 129 new mobiles
• 140 mobiles relocated
• 3 multi-classroom modular units
• 1,066 mobiles with wireless access
• Wireless Voice Data (WLAN)
• E-rate eligible schools
• 71 schools with Nortel wireless access
• Data now
• Voice later

Leah Barnette
15
Construction

• Construction Projects
• 6 new schools
• 7 complete school renovations
• Services Systems
• Cabling Infrastructure (video, voice, data)
• Network Electronics

Leah Barnette
16
Construction

• Services Systems
• Time Warner Cable TV Service
• AV Equipment
• TV Studio
• Library Security Gates

Lee Herbert
17
CATV Support

• 21 Schools Recabled for Full Spectrum CATV
  Service

• JM Alexander
• Berryhill
• Briarwood
• Chantilly
• Cornelius
• Derita
• Harding

• Nations Ford
• Old Providence
• Reedy Creek
• Shamrock Gardens
• Statesville Road
• Villa Heights
• Wilson

• Hawthorne
• Hidden Valley
• Huntersville
• Idlewild
• Lake Wylie
• Long Creek
• McAlpine

Lee Herbert
18
Video Conferencing

• 13 New Classroom Installations

• Ardrey Kell HS
• Butler HS
• East Mecklenburg HS
• Harding HS
• Hopewell HS
• Independence HS
• Mallard Creek HS

• North Mecklenburg HS
• Northwest School of the Arts
• Providence HS
• South Mecklenburg HS
• Vance HS
• West Charlotte HS

Lee Herbert
19
Mediasite

• Intranet gt Web Applications gt Media Site

• 17 technical assistance topics available
• Topics updated
• Some topics include
• Laptop Cart Connections
• Accelerated Reader Administration Options
• Printing Configuration Page for a Lexmark M410
• Testing the Hard Drive
• SSO Printer Setup

Lee Herbert
20
Mediasite

• Intranet gt Web Applications gt Media Site gt
  Login

Lee Herbert
21
Mediasite

• Login

Username firstname.lastname (ex
john.smith) Password video
Lee Herbert
22
Telephone Support

• Telephone Support
• Telecommunications Telephone Support Services
  provide telephone system support to schools and
  departments to include installations, repairs,
  adds, moves and changes to the telephone system
  equipment. Please refer to the CMS Intranet for
  more detailed information.
• Please send requests to phone_at_cms.k12.nc.us or
  call 980-343-6330.

Lisa Duncan
23
Telephone Support

• Cell Phones and Smart Devices
• Telecommunications supports devices purchased
  through CMS Telephone Support Services only.
• Sprint is the CMS carrier.
• Cell phones must be approved and paid for
• by Principal or department heads.
• Smart devices are supported for Principals and
  
• department heads.
• Please send requests to phone_at_cms.k12.nc.us or
  call 980-343-6330.

Lisa Duncan
24
Filtering/Websense

• Websense Internet Filtering
• CMS Internet Filtering information can be
  found on the CMS Intranet under
• Telecommunications Department website?
  Internet/Intranet ? Filtering ?
• Internet.
• Call the Help Desk at 980-343-5736 or email
  filtering_at_cms.k12.nc.us
• regarding any website filtering concerns.
• If a staff members feels a website that is
  being blocked should be available for
• viewing because of its educational or job
  performance value please do the
• following
• Schools Review the site with your Principal
  Designated School
• Technology Contact. The Technology Contact
  will complete and send
• the Webpage Review Request form located
  under Web Applications on
• the CMS Intranet. If the Principal
  Designated School Technology
• Contact does not see the Webpage Review
  Request choice under Web
• Applications please have them complete and
  submit the Principal Designated Paperwork.
• Administrative Locations Submit the request
  to your supervisor. They
• will submit the Administrative Building
  Website Review Request form.

Marlene Cousen
25
Filtering/WebsenseCIPA

• Websense Internet Filtering CIPA
• Why does CMS have to be CIPA compliant and what
  does it mean?The Children's Internet Protection
  Act (CIPA) was signed into law on December 21,
  2000. Under CIPA, no school or library may
  receive E-rate funding unless it certifies that
  it is enforcing a policy of Internet safety that
  includes the use of filtering or blocking
  technology. This Internet Safety Policy must
  protect against access, through computers with
  Internet access, to visual depictions that are
  obscene, child pornography, or (in the case of
  use by minors) harmful to minors.
• CMS receives E-Rate reimbursements for our
  Internet, Voice and Data costs. E-Rate funding
  is also used for network upgrades at eligible
  schools.

Marlene Cousen
26
Email

• Email Accounts
• New employees of CMS create their email
  account during their Orientation
• Process at the Education Center information
  is also provided in their
• Orientation Packet. HR must fully process
  the person in order to create an
• email account.
• Existing employees of CMS can create their
  email account from the Login
• Screen of the CMS Intranet by clicking on
  the Login Help Button.
• Contractors, volunteers, school related clubs
  or organizations,
• etc.  that may require a CMS email address
  must go through their CMS
• School,  CMS Department, or CMS contact and
  have them submit their
• request for the email and the reason the
  e-mail is needed.
• All email requests should be sent to
  emailrequest_at_cms.k12.nc.us.
• Please include the persons name, full SS,
  and email address as
• necessary in your request.

Mike Lisk
27
Email

• Email Logon and Welcome Letter
• CMS Email Accounts can be accessed through
  Communications Express/Webmail by using the
  Webmail link from the Intranet, or typing
  webmail in the address bar on any CMS computer
  or the following urls from any computer
• http//webmail.cms.k12.nc.us
• http//ce.cms.k12.nc.us
• New Email Accounts receive a Welcome Letter email
  with information including CMS Use Guidelines,
  Quota Limits, Attachments, Changing Passwords,
  Auto Deletion from Inbox and Trash folders for
  emails older than 120 days, Calendar, and Help
  Contact. This information is posted and linked to
  the CMS Communications Express Website.

Mike Lisk
28

• Email Communication Express Website
• The Communication Express Website is linked from
  the Login Screen of Webmail or can be accessed
  through the following urlhttp//pages.cms.k12.nc
  .us/uwc

Mike Lisk
Email
29

• Email Spam
• SPAM is unsolicited and unwanted email sent to
  many people. To help avoid SPAM
• Forward SPAM or suspicious emails
  to spam_at_cms.k12.nc.us.
• Do not list your full e-mail address on the
  CMS Internet website or any
• other school or teacher site. Request that
  your email address be formed
• using the Mail Robot instructions are on
  CMS Pages Support Site. Full
• email addresses are okay on the CMS Intranet
  Directory. 
• Avoid joining lists. Many times these lists
  market email addresses to
• others. 
• Avoid long lists of email addresses in
  messages. Use Bcc or distribution
• lists.
• Do not respond to SPAM. 
• Do not unsubscribe to SPAM.
• Delete email addresses visible in the body of
  messages being forwarded.

Email
Mike Lisk
Email
30

• Email Spam Statistics

Email
Mike Lisk
Email
31
Workstations Networks

• Support Statistics
• Workstation and Network Support Staff consists
  of
• (1) Senior Network Engineer
• (2) Network Engineers
• (6) Senior Systems Engineers
• (17) Systems Engineers
• (6) FSI Contracted Hardware Repair
  Technicians
•  
• Total Tickets Closed by Engineers (2007)
  11,567
• Priority 1 Tickets Closed 272
• Priority 2 Tickets Closed 899
• Priority 3 Tickets Closed 10,312
• Project P Tickets Closed 84

Maria Jennings
32
Workstations Networks

• Proactive Support
• Know CMS standards.
• Know what voids warranties.
• Know what to expect from Engineers.
• Know your department contacts.
• Know where to find answers.
• Keep servers clean.
• Transfer old yearbook files to alternate
  location.
• Monitor what is stored in home folders.
• Regularly clean the groups and public shares.
• Transfer old equipment off-site.
• Submit service requests as issues appear.
• Know how to avoid creating network loops.

Maria Jennings
33
Workstations Networks

• Proactive Support
• Please Do Not
• Store equipment in wiring closets or server
  rooms
• (keep equipment clean).
• Allow rogue network devices on CMS network.
• Move computers and printers without
  coordinating
• with Technology Services.
• Swap Administrative, Instructional, and CTE
• computers.
• Allow students to run executables from flash
  drives.
• Provide administrative logins to anyone.
• Permit saving locally (save to home share).

Maria Jennings
34
Workstations Networks

• Provisioning
• Provisioning is an automated system used to
• Create computer user accounts
• Apply Active Directory security group
  memberships
• Setup Application accounts
• Setup Home Directories on school servers
• Manages accounts for moves and changes
• 2005 - Student provisioning
• 2006 - Teacher provisioning
• 2008 - Administrator provisioning

Joel Conner
35
Tech Contact Website

• http//pages.cms.k12.nc.us/techcontacts

Dannielle Gary
36
CTE Support

• Software Issues (CTE Teachers)
• Contact LEAD teacher first.
• Contact Curriculum Coordinator second.
• CTE Tickets
• Serviced by all Engineers.
• Dedicated 8 hours a week per Systems Engineer.

Brian Sossamon
37

• Director
• Instructional Technology Specialist
• Instructional Technology Specialist
• Instructional Technology Specialist
• Instructional Technology Specialist
• Instructional Technology Coordinator
• Instructional Technology Specialist
• Instructional Technology Specialist
• CTE Liaison

Jerry Shepardson Tim Cooper Neal Farley Donna
Jessup Ilana Jones June Keistler Brenda
LaBorde Sharon Wilson Retta Callaway
Jerry Shepardson
Instructional Technology
38

• Tim Cooper
• Middle School Lead East, South, Central, West,
  Achievement Zone Learning Communities
• Interactive Whiteboards Promethean Specialist
• Neal Farley
• High School Lead East, Northeast, North,
  Central Learning Communities
• AMTR

Jerry Shepardson
IT Assignments
39

• Donna Jessup
• Middle School Lead North, Northeast Learning
  Communities
• Elementary School Lead North, Northeast
  Learning Communities
• EETT
• Ilana Jones
• Elementary School Lead East, South, Central,
  West, Achievement Zone Learning Communities
• Interactive Whiteboards Smartboard Specialist
• Dibels

Jerry Shepardson
IT Assignments
40

• June Keistler
• Warehouse Management
• Technology Installations
• Brenda LaBorde
• Special Projects
• Professional Development

Jerry Shepardson
IT Assignments
41

• Sharon Wilson
• High School Lead South, West, Achievement Zone
  Learning Communities
• New and Renovated Construction Lead
• EC/ESL Liaison
• Retta Callaway
• Career Technical Education Liaison
• Secondary CTE Computer/Software Orders and
  Installations

Assignments
Jerry Shepardson
IT Assignments
42

• Interactive Whiteboards

District Project

• Support for both Promethean and Smartboard
• For school purchases, strong recommendation for
  all-in-one solution

Tim Cooper
Interactive Whiteboards
43

• Interactive Whiteboards

Instructional Technology Projects

• High school math/science project

• Phase 1 installation and training is complete.
• Phase 2 pre-announcement available today. Grants
  to be awarded by mid-February.

• Middle school EETT math/science project

• Elementary school fourth-grade project

Tim Cooper
Interactive Whiteboards
44

• Refresh computer equipment

• Media Center and Instructional Lab
• Existing equipment repurposed for use in
  classrooms

• If equipment is not repairable, equipment should
  be transferred to Surplus warehouse. No
  replacement equipment will be provided until the
  schools computer-to-student ratio no longer
  meets district guidelines.
• When out-of-warranty equipment fails, follow
  existing Help Desk procedures.

Ilana Jones
Existing Equipment
45

• Printer replacement

• When out-of-warranty printer fails from normal
  wear-and-tear use, follow existing Help Desk
  procedures.
• If equipment is declared not repairable, the
  information will be entered into a printer queue.
  Instructional Technology will schedule
  replacement.
• Equipment that fails because of staff or student
  damage will not be replaced.

Ilana Jones
Existing Equipment
46

• CompuTrace

• Newer laptops and mobile unit computers will have
  CompuTrace installed and should have a red
  CompuTrace label attached.
• Be sure the equipment is entered into MMIS.
• Equipment should be turned on at least every 30
  days.

Donna Jessup
CompuTrace
47

• CompuTrace/Theft of Equipment

• If a computer protected by CompuTrace is stolen,
  file a Police report as soon as possible (and
  before 30 days from the time of the theft).
• Send a copy of the MMIS information, Police
  report, and a note indicating that CompuTrace was
  installed on the computer to your Instructional
  Technology Specialist.
• Instructional Technology will work with
  CompuTrace to try to recover the equipment.

Donna Jessup
Theft of Equipment
48

• AMTR

• New AMTR process this year

• Window opens in April
• Tentative training session scheduled for
  Thursday, April 17
• State implementing a new on-line process
• Data available throughout the year
• Data may be updated throughout the year

Neal Farley
AMTR
49

• Instructional Technology Intranet Website

• Be sure to check the site for information on
  current computer/software pricing, the Computer
  Skills curriculum, and software resources.
• Expect changes in the site as it is updated this
  spring.

Brenda LaBorde
IT Intranet Site
50

• The Big Picture

165 schools and central office departments
Jerry Shepardson
The Big Picture
51

• The Big Picture

165 schools and central office departments
Jerry Shepardson
The Big Picture